24/7 Board Platform Support Specialist

Board Intelligence; Sydney; On-site; AUD 80,000 - 110,000; Full time

Job summary

Board Intelligence is seeking a Product Specialist for BI24 support based in Sydney, Australia. You will be the overnight UK-facing contact, resolving queries quickly and confidently to ensure client satisfaction across time zones.

You will work with a UK-based team, maintain accurate records, and contribute to knowledge articles while learning new product developments and collaborating across the business. A home-working setup is expected.

Qualifications

• Experience in customer service or technical support
• Clear written and verbal communication
• Ability to diagnose issues and escalate appropriately

Responsibilities

• First point of contact via phone or email; resolve queries per SLAs
• Assess if issue is a software bug or requires training and escalate
• Monitor platform status and uptime to anticipate client issues
• Escalate unresolved issues to Second Line Support, Engineering or Customer Success
• Maintain daily workload records and use prescribed worksheets and flows
• Contribute to self-serve support articles and client training materials
• Perform client audits and keep detailed client interaction records
• Become expert on Board Intelligence; stay updated with product developments
• Handle user data requests and ad hoc platform testing
• Take on projects from other teams to support company objectives
• Provide customer voice feedback to product and customer teams
• Suggest improvements to team processes and internal workflows
• Ask context-building questions while maintaining security
• Keep accurate, detailed client records and act as BI ambassador

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

Overnight Shift

Time Management

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence is seeking a Product Specialist for BI24 support based in Sydney, Australia. You will be the overnight UK-facing contact, resolving queries quickly and confidently to ensure client satisfaction across time zones.

You will work with a UK-based team, maintain accurate records, and contribute to knowledge articles while learning new product developments and collaborating across the business. A home-working setup is expected.